Problem Manager
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PROBLEM MANAGER
6 MONTHS
MONS, BELGIUM
IR35 DETERMINATION: N/A
RATE - COMPETITIVE
**** SECURITY CLEARANCE IS REQUIRED ****
Under the supervision and the direction of the Monitoring, Analysis and Reporting (MAR) Section Head, the incumbent executes the Problem Process Manager tasks:
*Responsible to the Process Owner for the Problem Management Process and its operation;
*Working with Service Lines and other process managers to ensure problems are efficiently processed and resolved;
*Is responsible for analysing incidents for potential problems;
*Is responsible for conducting the review of incident records to make an initial problem assessment;
*Is responsible for reviewing problems to ensure their correct categorization and prioritization;
*Is responsible for the delivery of Root Cause Analysis and problem resolution within given targets;
*Is responsible for acting as an escalation point to expedite problem resolution;
*Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors;
*Ensures the Problem Management Key Performance Indicators are reported and their targets met;
*Produce Problem Management activity reports and provide recommendations for senior management review and approval;
*Reporting to senior management, problems with a high and major impact to the client and Customer;
*Reporting to senior managers any problem that has the potential to significantly impact services;
*Initiates Problem Management after closure of a major incident;
*Establishes a cross functional team, when required, to resolve a problem traversing multiple Service Lines and/or identify lessons that can feed Continual Service Improvement;
*Assisting in the alignment and maintenance of the service management toolset module to support Problem Management;
*Maintain Problem Management Standard Operating Procedures and Work Instructions.
*Owns and maintains the quality of information in the Known Error Data Base;
*Ensuring that known errors and workarounds are available for the transition of a new service and allowing the Operations Centre to react appropriately in response to an incident;
*Formally closing all problem records;
*Initiatives Request for Change to resolve problems;
*Monitors progress on the resolution of known errors and advising the incident management staff on the best available workaround for incidents;
*Provides Problem Management toolset training;
*Builds awareness of the Problem Management process throughout
Skills and Experience
A university degree in Computer Sciences, preferably in Information Technology or equivalent combination of appropriate qualifications. At least 2 years relevant experience.
Primary Skill Level:
*Working experience in Problem Manger role;
*Detailed knowledge of Service Management principles;
*Has a sound understanding about typical roles and responsibilities in Service Management, (i.e. Incident/Problem/Change Manager, etc.;
*Experience in working in a matrix organization;
*Excellent communication skills, both written and oral;
*Ability to develop presentation materials and papers from concept.
Desirable Experience and Education:
*ITIL v3 or higher Certificate (foundation at least).
*Service Operation Certified
*Optional: PRINCE 2 Certificate (foundation at least).
LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.